Care Experience Specialist

About Charlie Health

Charlie Health connects people to life-saving behavioral health treatment through personalized, virtual care. We address barriers to mental healthcare—limited options, long wait times, and impersonal treatment—by delivering integrated care rooted in connection between clients, clinicians, care teams, and communities.

About the Role

As a Care Experience Specialist, you'll support clients and families throughout their treatment journey at Charlie Health. You'll welcome new clients post-admission, build rapport, and serve as the primary point of contact for care coordination and customer service. This role bridges clients with internal teams to ensure seamless, exceptional care experiences.

Key Responsibilities

• Answer inbound calls, emails, and texts; resolve patient and family concerns or requests efficiently
• Liaison between patients and internal Charlie Health teams including Admissions, Billing, Utilization Review, Outreach, and Clinical
• Support client-related requests from the Clinical Care team to enhance patient experience
• Proactively identify gaps in treatment attendance and reach out to resolve barriers to participation
• Communicate aftercare resources and work with families to schedule outpatient therapy appointments post-treatment
• Manage client schedules and coordinate appointment scheduling and rescheduling
• Complete all documentation accurately and in a timely manner
• Adapt to organizational change and departmental restructuring to meet client and family needs

About You

You're a dynamic, passionate professional inspired by our mission to increase access to mental healthcare. You're forward-thinking, eager to drive lasting change, and energized by the opportunity to impact millions of lives in behavioral health.

Compensation & Benefits

Editorial Market Estimate: $80,000–$130,000 USD annually. This is not employer-provided compensation data and may vary significantly based on experience, qualifications, and location.